Call Center Quality Assurance Certification - Live Online - June 6-8, 2012

The QA and Monitoring Workshop will provide participants with an understanding of the elements that are crucial in building a well- planned program that meets the strategic needs of the organization. Those goals and/or needs may be orientated toward Cost, Service, Sales or Marketing.

Participants will gain an understanding of the specific requirements necessary to build a "best- in-class" quality monitoring and assessment process. This approach is designed to meet the needs of the enterprise, the center, the agents and the callers. Participants will identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, form for assessment and the scoring metrics that will measure the result.

Participants will explore the issues relating to calibration of the assessment and scoring processes, and how to deliver appropriate recognition and reward for those involved in the process. This workshop will provide real- life example and exercises that will allow participants to assess the current programs, make adjustments or develop an entirely new program that meets the needs of all stakeholders.

3 Day Training - 2 Hour Sessions - Live Online Call Center Training:

Our live online call center training provides a cost-effective way to maximize your training, provide virtual training in your call center or home, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.

• Class size allows one-on-one interaction with the instructors
• Save on employee travel cost
• Minimize time away from work

Read More About The Course...

Call Center Quality Assurance Certification Training Course Agenda

• Introduction to Quality Assurance
• Creating a Quality Assurance Strategy
• Positive Culture, Behaviors and Definitions
• Quality Assessment Forms:
  • Structure
  • Scoring & Weighting
  • Measures & Calibration
• Service vs. Compliance
• Call Monitoring Process
• Evaluation Frequency
• Art of Coaching
• Feedback
• Time Management
• Discussion - How Many Call, Coaching Process
• Reward & Recognition Methods
• Technology
• 3rd Party Options
• Conclusion

Discounts:

Preferred Partner Discount: Center of Excellence Members 15% off.

Group Discounts: If you have 2 or more individuals that would like to take the call center training course please contact us for a group discount!
Online Contact Form | 800.214.8929 Ext. 1 

Cannot be combined with other offers or discounts.

Benchmarking Separates us From the Competition

One of the main things that separates our call center training from others is that we use benchmarking to demonstrate our best practices and training. BenchmarkPortal has the world’s largest database of call center metrics and all of our students participate in our call center benchmarking survey as part of this course. This Complimentary Call Center Benchmarking Report and Web-ex Style Presentation of Your Benchmarking Results provides your company with a snapshot of your call center vs. industry peers and an entry into this years Top 100 Call Center Contest. 

1. Benchmarking measures how well your organization is currently performing compared to your competitors and other top organizations in North America.
2. Identify the KPI's in your call center and learn how you can improve the company's bottom line.
3. Comparisons indicate competitive strengths and weaknesses, and help to overcome the typical barriers to change.
4. You can further magnify performance gaps by calculating the dollar value of poor performance and create a higher ROI.